Lead Business Consultant, VRS, CX

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Provide best-practice guidance so customers optimize business processes and maximize NICE solution potential • Design change strategies across people, process, and technology • Create and own business cases for multi-tiered customer offerings and lead multi-product projects • Build long-term customer relationships and serve as a trusted advisor • Guide application and domain business consultants through program leadership • Drive customer value realization and identify additional engagement opportunities • Deliver business improvement projects producing measurable improvements and satisfied, referenceable clients • Lead consulting projects to improve processes and ensure enterprise readiness for adoption and utilization of NICE solutions • Manage senior stakeholder relationships and secure participation and sponsorship • Manage consulting programs in alignment with product implementation programs • Establish and monitor business success criteria for products and business units • Translate business cases into action items and solution designs • Align launch strategy with use cases and value priorities • Secure internal and external stakeholder buy-in • Provide input to technical project plans and coordinate VRS activities • Act as the communication point for business-case activity and value realization • Hold parties accountable to agreed plans and drive action-item execution • Handle large-scale customer engagements and VRS programs • Deliver advisory guidance and consulting best practices • Develop and deliver strategic presentations to senior executives • Develop repeat business through successful delivery, credibility, and thought leadership • Perform financial, benefits, and impact analyses and create ROI models

🎯 Requirements

• 8+ years of experience as a consultant in CX strategy, contact center transformation, Quality Monitoring, and Contact Center Analytics • Proven success leading consulting engagements that deliver measurable business value through CX, QM, and Analytics technology solutions • Strong understanding of CCaaS, analytics, Quality, modern/AI CX capabilities, and strategic application of AI • Highly analytical and data-driven; able to translate insights into actionable strategies and measurable business value • Strong communication, organization, analytical, and technical capabilities • Ability to create and deliver polished presentations using Microsoft PowerPoint • Ability to multitask and meet deadlines amid competing priorities • Familiarity with NICE Interaction Analytics, Nexidia, or comparable Interaction/Speech/Text Analytic platforms is required • Understanding of how AI is evolving Quality Monitoring and Contact Center/Speech/Text/Interaction Analytics practices and technology is required

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Learning and growth opportunities • Internal career opportunities across multiple roles, disciplines, domains, and locations • Equal opportunity employment